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Lähipalvelukeskuksen palvelujen kehittäminen asiakastutkimusta hyödyntäen, Case: Hertsi
(2020)
kauppakeskusliiketoimintaa toimialana Suomessa ja yleisesti. Teoriaosuudessa perehdytään myös asiakaslähtöiseen liiketoimintaan palvelun laadun ja asiakaskokemuksen kautta. Lisäksi käsitellään tutkimuskirjallisuuteen pohjautuen tieteellistä tutkimusta ja sen tekemistä sekä...
The commissioner of this functional thesis is Hertsi shopping center. The objective of the thesis is to create development suggestions for the commissioner and to collect information about their customer base. The purpose of this thesis is to develop Hertsi’s services, which would also improve their overall customer experience. The research, which is executed as a part of the thesis, is about Hertsi’s customers and their hopes and needs as well as the advantages and disadvantages of the shopping center in question. The theoretical framework of this thesis contains information about shopping centers as an industry in Finland and in general. The theoretical section also covers quality of services and customer experience from the point of view of a customer-oriented business activity. In addition, this thesis contains theory about scientific research, how to execute it and the methods used that were based on the literature review. In this thesis both qualitative and quantitative research methods were used. The primary method used for the research was electronic questionnaire, which was answered on the Internet. The questionnaire received 792 answers. As a secondary method, objective observation was implemented in Hertsi by the researchers. In order to get acquainted with the commissioner company, SWOT-analysis was used as a support tool to demonstrate strenghts, weaknesses, opportunities, and threats of the shopping center. The main outcome of the thesis were concrete development suggestions and customer information for the commissioner so that it can improve the services and customer experience. The suggestions were created based on theory and results obtained from the research. Altogether, this thesis met its objectives well....
The commissioner of this functional thesis is Hertsi shopping center. The objective of the thesis is to create development suggestions for the commissioner and to collect information about their customer base. The purpose of this thesis is to develop Hertsi’s services, which would also improve their overall customer experience. The research, which is executed as a part of the thesis, is about Hertsi’s customers and their hopes and needs as well as the advantages and disadvantages of the shopping center in question. The theoretical framework of this thesis contains information about shopping centers as an industry in Finland and in general. The theoretical section also covers quality of services and customer experience from the point of view of a customer-oriented business activity. In addition, this thesis contains theory about scientific research, how to execute it and the methods used that were based on the literature review. In this thesis both qualitative and quantitative research methods were used. The primary method used for the research was electronic questionnaire, which was answered on the Internet. The questionnaire received 792 answers. As a secondary method, objective observation was implemented in Hertsi by the researchers. In order to get acquainted with the commissioner company, SWOT-analysis was used as a support tool to demonstrate strenghts, weaknesses, opportunities, and threats of the shopping center. The main outcome of the thesis were concrete development suggestions and customer information for the commissioner so that it can improve the services and customer experience. The suggestions were created based on theory and results obtained from the research. Altogether, this thesis met its objectives well....
Kehittyminen esimiehenä kahvilayrityksessä
(2019)
Tämän opinnäytetyön tarkoituksena on seurata ja kehittää opinnäytetyöntekijän esimies- ja perehdytystyöskentelyä kahvilayrityksessä, sekä perehtyä yrityksessä hiljattain lanseerattuun perehdytysprosessiin.
Opinnäytetyön ...

